Senior Customer Success Leader — Build Adoption, Remote

Midwest Startups; Cleveland (OH); Hybrid; USD 130,000 - 150,000; Full time

Benefits offered by this job

401(k) with Employer Match

Wellness Stipend

Professional Development Reimbursement

Work From Home Stipend

Remote Work Flexibility

Flexible PTO

Paid parental leave

Job summary

Axuall is a clinical workforce intelligence company building a formal Customer Success function. The Sr. CSM will partner with the SVP of Customer Experience to design, stand up, and operationalize Axuall's CS program across the full platform.

This is a build-and-run role: part program architect, part practitioner. You will own a portfolio post‑implementation, driving adoption, satisfaction, and retention while collaborating with Account Management, Client Services, and Implementation teams.

Qualifications

• 5+ years in Customer Success or Account Management in a healthcare tech, SaaS‑based product environment.
• Demonstrated experience building or maturing a Customer Success function with playbooks or processes.
• Excellent client service skills and ability to connect with healthcare professionals across roles.
• Strong organizational skills and attention to detail in complex environments.
• Comfort operating with ambiguity and defining structure where none exists.

Responsibilities

• Co-design Axuall's Customer Success strategy, engagement model, and lifecycle framework with the SVP of Customer Experience.
• Build foundational playbooks, processes, and tools for proactive customer success, including onboarding‑to‑adoption handoffs, health scoring, QBR cadence, and escalation paths.
• Define and optimize success metrics and reporting (adoption, product usage, health scores, NPS/CSAT) with CX leadership.
• Identify and close structural gaps in the current customer journey, especially proactive adoption ownership.
• Own a portfolio of customer relationships post‑implementation, driving adoption and value realization.
• Serve as the customer's trusted advisor on maximizing value from Axuall's solutions and aligning with their strategic goals.
• Lead regular operational reviews and health check‑ins; flag risk and drive mitigation plans.
• Develop in-depth knowledge of customer needs, trends, and the competitive landscape.
• Surface adoption trends and usage data to support renewal and expansion conversations.
• Provide feedback to Product and Engineering to improve features and customer value.

Skills

Customer Success

Account Management

Healthcare tech

SaaS

Relationship management

Job description

Axuall is a clinical workforce intelligence company building a formal Customer Success function. The Sr. CSM will partner with the SVP of Customer Experience to design, stand up, and operationalize Axuall's CS program across the full platform.

This is a build-and-run role: part program architect, part practitioner. You will own a portfolio post‑implementation, driving adoption, satisfaction, and retention while collaborating with Account Management, Client Services, and Implementation teams.